Returns & Exchanges
Your satisfaction is our priority. Just like in our physical shops we stand for excellent customer service and flexibility. If your purchase is not as you expected, you can return it unworn and in the original packing to us within 30 days. If the article has already been worn/used or is missing any labels or packings, returning the item is not possible. To preserve your right to return we give you a few tips for trying the products after delivery:
- Shoes: always try them at home, inside on a clean floor or soft carpet so no damage is done to the bottom sole. If the size feels way to small, don't force anything to prevent the leather from stretching and damaging. Thin socks prevent stains within the shoe. Always keep the shoes out of sunlight or other bright light sources to make sure decolouration doesn't take place. In any case don't use any shoe care products during the evaluation period!
- Bags: keep bags away from sunlight or other bright lightsources. Avoid sharp edges and unclean surfaces. In any case don't use any care products during the evaluation period!
- Scarves and other textile: trying is permitted, but condition has to remain as new. No moist stains, make-up traces, loose threads or removed labels. It may also not be washed - neither professionally nor by hand.
- Care products, nail lacquer, insoles: these products are hygiene-related and can NOT be returned. Please take this into consideration before ordering.
What does it cost to return an item?
A return that takes place according to procedure and within the evaluation period has the full amount of the original item plus the original shipping costs refunded. You are responsible to handle the return process. This can be done in the physical stores for free to save you the costs of returning it through post. If you choose to return the item through post, we recommend always using a track & trace-shipment and an insurance. We cannot be held responsible for items lost in the post. Make sure the packing is up to standards: we do not accept damaged goods as returns.
Wrong or damaged item received?
The quality of our products and their packings is always strictly checked before shipment. If something doesn't look right, or a mistake has been made, we are happy to solve this for you! Be sure to report any damages or mistakes within 48 hours after receiving your shipment, so we can solve it within your evaluation period. The button 'Contact' in the menu above will provide you our details.
What items cannot be returned?
Gift vouchers cannot be returned. The same goes for hygiene-related products, and custom made orders. A coupon, promotion or any other temporary discount can also not be rewarded with a refund.
How does a return work?
Your shipment always should contain a Webshop Return Form that you need to fill in and include when you return your item, alongside your receipt.
The item should be placed in proper packing to make sure it doesn't damage. Shipping with a track & trace-option and insurance is recommended. Your refund will take place within 14 days by our electronic partner Buckaroo.
How does an exchange work?
Need a different size or colour? Just follow the same procedure as with returns, and re-order the right article (or write it down on the return form). You can always contact the store to block the wanted item while your return is being processed. Exchanging directly in the physical stores is also an option.
For other questions regarding Returns & Exchanged please read the Terms & Conditions or contact our store.